Shuffle Casino - Player believes that their withdrawal has been delayed.

I requested a withdrawal from Shuffle on the 10th of November, and they requested typical KYC information. They have approved all of my information (says so in my profile) however every time I try to contact support, whether through live chat or email, I am met with this auto-generated response:

"For assistance with your query, please email support@shuffle.com, and a member of our Sports Compliance Team will get back to you as soon as possible."

The withdrawal of roughly $4000 CAD is left "In review" and they refuse to contact me through any channel, so I am left without any options. There is also a remaining balance (not including the withdrawal) of about $10000 CAD.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear ainsley686,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear ainsley686,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hi Attila. No, no new developments. They are still refusing to respond to me despite all of my documents being verified and any live chat request I make is just replied with an AI bot - no response on their email despite multiple attempts. Withdrawal still in review.

Dear ainsley686, please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

I have not made any withdrawal attempts prior to this one. I bet on sports, did not play any casino games.

This is what happens any time I try to Live Chat with them. Of course they say to email, but my emails are left completely ignored as well.

Dear ainsley686, thank you for your response. Could you please confirm whether there are any new developments in regards to your withdrawal? Have you received an explanation from the casino?

Additionally, could you please share a screenshot of your current withdrawal request?

Thank you in advance for your cooperation.

Best regards,

Attila G.

This is my transaction page. I have continued to attempt to contact them to no avail.

Dear ainsley686,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Lucia (lucia.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila G.

Hello ainsley686,

My name is Lucia and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Shuffle Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Lucia

This player's withdrawal was processed following further investigation from our compliance team.

How commendable.

Dear ainsley686,

can you please give us an update? Have you received your withdrawals?

Hi Lucia, yes I have now received the withdrawals.

Dear ainsley686,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Lucia S 

Casino.Guru